3rd Line IT Service Desk Engineer

at  Outcomes First Group

KEY ACCOUNTABILITIES:

• Troubleshoot and resolve incidents, major incidents, problems and service requests, providing regular updates to the end user.
• Conduct root cause analysis of major incidents and problem records, contributing to the implementation of remedies and preventative measures.
• To be the first point of escalation for the 1st and 2nd line support engineers.
• Own, monitor and resolve incidents and requests in a timely manner, escalating where necessary to the IT Service Desk Manager.
• Work closely with the IT Service Desk Manager, defining and Service Improvement Plans.
• Deputise for the IT Service Desk Manager when required, managing incidents and requests, and ensuring resources are focused on the highest priority tasks.
• Liaise with the Infrastructure team on infrastructure problems defining and agreeing remediation and/or improvement plans.
• Liaise with the Software and Applications team on application problems, defining and agreeing remediation and/or improvement plans.
• Manage and remediate Cyber and Infrastructure P1 incidents.
• Configure and maintain user permissions on SharePoint or file servers.
• Create and build the knowledge base, sharing knowledge across the service desk and wider IT team.
• Identify, recommend and amend inefficient work tasks and processes to improve efficiency.
• Package Applications for distribution through InTune or Microsoft System Centre.
• Administer and manage user accounts and permissions (Active Directory/Office 365/Azure AD).
• Provide support for printers, both hardware and software.
• Configure devices such as laptops, mobile phones and tablets.
• Manage mobile device configurations in Jamf or InTune.
• Support Web Filtering.
• Support connectivity and hardware in remote sites, conducting remote site diagnostics.
• Manage server environments.
• Support of cloud telephone systems and ensure smooth operation.
• Support networking equipment such as routers and switches (Cisco Meraki & Unifi).

REQUIREMENTS

Technical skills:

• Experience with server environments (Windows) (essential)
• Knowledge of user account management and permissions (Active Directory/Microsoft 365/Azure) (essential)
• Experience with cloud-based solutions (Microsoft 365) (essential)
• Understanding of virtualization (essential)
• Understanding of network technologies (Cisco Meraki, Smoothwall, LAN/WAN) (essential)
• Understanding of Jamf and/or Microsoft Intune (essential)
• Ability to troubleshoot application issues and perform scripting (essential)
• Knowledge of IT security and compliance (essential)
• Experience in troubleshooting and supporting hardware and software for various devices (essential)
• Knowledge of network management tools (preferred)
• Experience with VOIP/Telephony solutions (Uboss preferred)

EXPERIENCE AND SKILLS:

• 3 to 5 years’ experience in 2nd/3rd line support role within a technical support desk or MSP (essential)
• Holds or is working towards a professional qualification in IT or a related degree (preferred)
• Strong knowledge of desktop and server platforms (essential)
• Proven experience operating in an ITIL framework (essential)
• Strong understanding of IT infrastructure and technical diagnostic skills (essential)
• Strong customer service skills (essential)
• Attention to detail, ability to follow processes, and take ownership of tasks or issues
• Excellent communication, organisational and interpersonal skills
• Ability to work on own initiative, tackle tasks proactively, address and resolve problems methodically
• Ability to diagnose faults in the hardware/software/operating systems
• Contributes to and supports team collaboration
• Ability to work well with challenging customers and under pressure
• Proven experience in knowledge sharing and creating knowledge base articles (essential)
• Broad technical knowledge of PCs/peripherals and their architecture (essential)
• Strong working knowledge of current software packages and operating systems (essential)
• Experience with service desk products (essential)
• Ability to learn, prioritize workload, and meet tight deadlines

ABOUT THE ROLE:

Provide 3rd line support services as part of a team of experienced engineers to assist with the company’s progression. Investigate a range of technical issues across all areas of the business, providing fixes, escalating where necessary, and assisting the wider IT teams with their investigations. The key focus will be on supporting services in our large estate of offices, schools, and care homes. Although the role is flexible in relation to location, the post holder will be required to attend our key office in Bolton and be willing to travel to other sites as needed.

ADDITIONAL RESPONSIBILITIES:

• Attend meetings and team events as required.
• Participate in an annual performance review program.
• Work in accordance with all company policies and procedures, especially those relating to Child Protection and Safeguarding, maintaining strict confidentiality appropriate to the role.
• Be familiar with Health and Safety issues related to IT equipment use and report any concerns to the Line Manager.
• Observe the company’s Health and Safety policies relating to the working environment and building security, reporting any issues promptly.
• Adhere to Data Protection regulations, maintaining strict confidentiality.
• Promote and practice equal opportunities, working positively towards anti-discriminatory and anti-racist practices.
• Demonstrate a willingness to learn and develop personal skills through ongoing training provided by the company or externally, subject to company approval and agreement with the Line Manager.